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Mike Hohnen

Pratical Application of The Service Profit Chain

April 13, 2022By Mike Hohnen

Gamestorming service design

30 years ago we called this moments of truth – Dave Gray calls them touch points but the idea is the same. None the the less this is a great way to map out your customers journey through your service experience. It is also a wonderful way to make the whole team understand what the critical touch points (bottlenecks) are in the customer experience:

Se his blog here

Filed Under: Design, Foodservice, General

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